“Do what you do so well that they will want to see it again and bring their friends”

-Walt Disney

When it comes to brand building, customer service is often the last and most-ignored piece of the puzzle. The rise of the social Web has led to a fundamental shift in the way businesses of all sizes engage with their customers. Rather than focusing on “touch points” during the marketing and sales process, they’re using social technologies to form meaningful, ongoing relationships that involve frequent online interactions, oftentimes through social channels.

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